Research On The Improvement Of Public Appeal Satisfaction From The Perspective Of Government Response

In Guangzhou,the government hotline has become one of the main ways for the public to express their interests,and is gradually building a service-oriented government that people are satisfied with.At present,the development of government hotline has entered a key area.Faced with the increase of the permanent population,historical problems and natural disasters in Guangzhou,the social and livelihood problems faced by the public are also constantly occurring,and the problems of urban governance in Guangzhou are becoming more and more complicated.Citizens have more and more appeals through the government hotline.In such a period of development,how will the government effectively deal with public demands and ensure public satisfaction with government services? Therefore,in order to truly achieve social harmony and stability,the government must effectively respond to the reasonable demands of the public.This paper takes the public demands of Guangzhou 12345 government service hotline in the first half of 2018 as the path to solve the problem of how to effectively improve the satisfaction of public demands.Based on the theoretical framework of government response,this paper analyses whether public appeals are effectively responded by the government,explores the causes of the low satisfaction of public appeals from the perspective of government response in the process of participatory observation and research,and puts forward countermeasures to improve the satisfaction of public appeals by constructing a public appeal-oriented government response model.From the perspective of government response theory,this paper explores how to improve the satisfaction of public demands,which can add new ideas to the study of public satisfaction.Through the research,this paper argues that the government responds to different public demands in different situations,but the effect of government response has produced differences in public satisfaction.Combined with participatory observation,it is found that the reasons for the low satisfaction of public demands are as follows:(1)The inadequate response ability of the government hotline is manifested in the complexity and diversification of public demands,the inadequate operational efficiency of the hotline center,and the lagging response of the hotline undertaking departments to governance.(2)The system construction of government hotline response is imperfect,which is manifested in the lack of guarantee of public appeal expression mechanism,imperfect multi-level coordination mechanism of departments,and inadequate supervision of response process.(3)The inadequate investment of resources in government response is manifested in the large mobility of front-line service personnel,the low level of intelligence of business system functions,and the lack of forwardlooking response to large data analysis.In order to effectively improve the satisfaction of public appeals,this paper constructs a public appeal-oriented government response model,and puts forward corresponding countermeasures and suggestions from the six elements of government response: object,subject,channel,system,capacity and resources,so as to enhance the satisfaction of public appeals.